Experienced Self-Pay/Customer Service Representative – Patient-Centric Account Resolution and Financial Performance Maximization

At Excalibur, we are dedicated to delivering exceptional patient experiences and maximizing our Client Partners' financial performance. As a key member of our team, the Experienced Self-Pay/Customer Service Representative will play a vital role in resolving patient balances, maximizing financial performance, and providing top-notch customer service. If you are a patient-centric individual with a passion for healthcare and a knack for resolving complex account issues, we encourage you to apply for this exciting opportunity.

Job Summary:

As an Experienced Self-Pay/Customer Service Representative, you will be responsible for resolving patient balances, maximizing financial performance, and providing exceptional customer service to our Client Partners. You will be the primary point of contact for patients, guarantors, and insurance carriers, and will be expected to navigate complex account issues with empathy, accuracy, and efficiency. Your primary goal will be to provide a positive patient experience while maximizing financial performance for our Client Partners.

Key Responsibilities:

*

Patient-Centric Account Resolution:

Field inbound patient calls, resolve account balances, and provide exceptional customer service to patients, guarantors, and insurance carriers.

Financial Performance Maximization:

Consistently meet Total Touches per Day targets, accurately set up payment plans, secure payments and partial payments, and perform account research and resolution on Self Pay, FAP, and Insurance topics.

Documentation and Communication:

Accurately document all patient encounters in Hospital's source system and/or Excalibur's workflow solution, and communicate effectively with patients, leaders, and staff.

Multi-System Toggling and Organizational Efficiency:

Manage assigned inventory through the proper and timely cycling of Dispositional Segments within Excalibur or the Client's software solution(s).

Initial Assessments and Financial Assistant Program (FAP) Setup:

Perform initial assessments for FAP(s) per Client guidelines and set up payment plans with patients per Client guidelines.

Essential Qualifications:

*

Patient-Centric Customer Service:

Proven ability to provide exceptional customer service to patients, guarantors, and insurance carriers.

Empathy and Communication Skills:

Excellent communication skills, with the ability to connect with patients, leaders, and staff.

Multi-System Toggling and Organizational Efficiency:

Proficiency in Microsoft Office Products, including Word, PowerPoint, and Excel, and ability to navigate multiple systems simultaneously.

Documentation and Written Communication:

Accurate documentation skills, with the ability to communicate effectively in writing.

HIPAA and Related Privacy and Security Acts and Regulations:

Knowledge of HIPAA and related privacy and security acts and regulations.

Team Player:

Proven ability to work effectively as part of a team.

Preferred Qualifications:

*

Call Center Experience:

2 years of experience in a call center environment.

Customer Service Experience:

2 years of experience in customer service, with a focus on patient-centric service.

Collections Experience:

2 years of experience in collections, with a focus on healthcare billing.

Healthcare Billing Experience:

1 year of experience in healthcare billing.

Education:

*

High School Diploma or Equivalent:

High school diploma or equivalent required.

Call Center Experience:

2 years of experience in a call center environment (preferred).

Work Environment:

*

Remote Work:

Opportunity to work from home.

Call Center:

Work in a fast-paced call center environment.

Office:

Collaborate with team members in a dynamic office environment.

Benefits:

*

Competitive Pay:

$15.00 - $16.50 per hour.

Dental Insurance:

Comprehensive dental insurance plan.

Health Insurance:

Comprehensive health insurance plan.

Paid Time Off:

Generous paid time off policy.

Vision Insurance:

Comprehensive vision insurance plan.

Work-Life Balance:

Opportunity to maintain a healthy work-life balance.

How to Apply:

If you are a motivated and patient-centric individual with a passion for healthcare and a knack for resolving complex account issues, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you! Apply for this job